【摘要】 文章运用结构方程模型,通过对ACSI顾客满意度指数模型进行改进,从多个角度构建了B2C环境下物流配送服务顾客满意度(DCS)测评模型,并设计了调查问卷进行实证研究。在收集了相关数据之后,利用SPSS及AMOS软件对所构建的结构方程模型进行了检验。研究结果表明,物流配送服务顾客满意度(DCS)测评模型对B2C环境下的物流配送服务满意度具有较好的解释力。更多还原

【Abstract】 While applying the structural equation model(SEM) and improving the ACSI customer satisfaction index model,this paper constructed the distribution service customer satisfaction evaluation model(DCS) based on different aspects and designed a questionnaire to conduct an empirical research.After collecting the datas,the authors used SPSS and AMOS to test the constructed SEM.The results showed that the observed variables could significantly affect the customer satisfaction,and the path coefficienst of the latent variables was consistent with the reality.The model had good explanatory power to the customer satisfaction of the B2C distribution service.更多还原